Company:

Cox Communications, Inc.

Job Family Group:

Technical Operations

Job Profile:

Business Technology Technician I

Management Level:

Individual Contributor

Travel %:

No

Work Shift:

Variable (United States of America)

Job Description:

Cox’s Business Technology Technician I apply advanced proficiency and broad technical experience to provides a world class customer experience while installing and repairing complex commercial products and services at the customer premise. Using a variety of skills and tools, customer requests for services are completed safely, within efficient timeframes, and with high quality to ensure reliability. Accountabilities may from time to time also encompass less complex commercial products and services and residential work as business needs dictate.

Primary Responsibilities and Essential Functions

• Performs essential tasks required for installing, disconnecting, and troubleshooting complex commercial products and services such as IP Centrex, simple managed Wi-Fi, common area Wi-Fi, metro Wi-Fi, software defined wide area networks, Contour for Hospitality, bulk HD Select, analog regeneration, centralized Pro:idiom, and Cox Business Security Solutions (as needed) on premise and remotely.
• Performs essential and complex CB tasks which will be identified by operations leadership and informed by the CB Standard Operations Model (SOM) workflow standards.
• As business needs dictate, accountabilities may also include Hospitality Network (HN) and Advanced Convention Services (ASC) applications.
• Accountabilities may from time to time also encompass less complex commercial products and services and residential work as business needs dictate.
• Acquire and maintain efficiency through ongoing training, in order to meet business needs.
• Applies knowledge and skills of multi voice line installations, power over ethernet structured wiring, less complex managed switches/routers, Internet service provider interconnection, and virtual local area network configurations acquired through ongoing training to daily work as required by business need.
• Prepares for daily work assignments by ensuring the vehicle is stocked with the proper amount of equipment and supplies.
• Maintains company truck and other equipment per service requirements and safety guidelines.
• Drives a company vehicle between office and/or home, warehouse, and work sites in a safe and courteous manner, and in accordance with all laws and company policies.
• Monitors Cox’s current work enablement system (e.g. CX Connect) throughout the day for information regarding changes to work schedule and for information about current work assignments.
• Communicates with CommCenter for onsite support and/or routing assistance.
• Works under limited supervision, relying on experience and independent judgement when applying the best approach for achieving desired outcomes.
• May be consulted by other technicians for advice and assistance as needed.
• Interacts with customers in a professional, courteous manner.
• Resolves customers complaints.
• Uses presentation skills and interactions with customers in a manner which is highly satisfying to the customer and builds on loyalty.
• Educates customers regarding services and promotes other Cox products and services.
• Ensures the quality of services provided to end users meets or exceeds established industry and company performance standards and is compliant with all national, state and local laws and regulations.
• Possesses and exhibits basic ability to interpret contracts and written agreements between the company and external parties in order to understand requirements, limitations and other important details related to the completion of required tasks
• Troubleshoot simple to complex issues, applying a positive, analytical, and informative approach.
• Seek next level support from the appropriate department as defined by department processes.
• Support service call reduction through use of “lessons learned.”
• Promptly engage boundary partner groups for escalation and resolution as required.
• Meet or exceed set standards for productivity. Capture all customer completed work through electronic work orders (points) to maintain productivity requirements.
• Perform tasks with a high degree of quality and accuracy to ensure proper and reliable performance of products. Complete tasks correctly on the first attempt to prevent customer disruption.
• Participates in team meetings as scheduled.
• Attends job-related training that may include initial training, refresher training, product and service updates.
• Works on regularly scheduled days as well as unscheduled days and beyond regular work hours due to customer or operational demands.
• Uses small hand tools, power tools, and test equipment.
• Works with alarms, low voltage electricity, and color-coded wires.

• Complies with all safety procedures and policies
• Maintains accurate and high-quality recordkeeping of transactions as required.
• Completes other work assignments as requested.

Physical Requirements:

• Ability to carry and use tools and equipment
• Requisite ability required to drive motor vehicle
• Adequate ability to distinguish different colors of wire
• Ability to frequently bend, stoop, and crawl
• The physical limitation of ladder and associated fall protection equipment provided is:

• 1AA ladder – 375 pounds (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds
• Fall Protection – 425 pounds for harness (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds
• The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 300 pounds.

As part of the physical requirements of the essential functions of their job, the technicians will perform the following tasks:

• Get in and out of a van to retrieve various items. Step heights are 19”
• Lift 500’ rolls of RG 11 Messenger Cable weighing 40 lbs. These rolls are lifted from a height of 12” and placed up to a height of 36”.
• Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55” – 60”.
• Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
• Ascend and descend a ladder while wearing a tool belt that weighs 10 lbs.
• Lift and carry a 63 lb., 28’ extension ladder
• Lift 1000’ rolls of Tri-Shield weighing 28 lbs. These rolls are lifted from a height of 12” and placed up to a height of 47”.
• Lift miscellaneous tools and products within the warehouse and van racks.
• These items weigh up to 10 lbs. and are lifted from the floor and up to a height of 72”.
• Occasionally sits and climbs ladders/stairs; performs fine motor and pinching movements; pivots with feet, and bends, twists, and laterally flexes back; reaches at overhead, shoulder, knee, and floor levels; shoulder circumduction while driving (turning steering wheel); stoops, squats, crouches, kneels, crawls, and presses foot pedals; extends, flexes, rotates, and laterally flexes neck
• Frequently stands and walks; pushes/pulls with arms and grasps with hands; reaches at waist

Environmental Requirements:

Factors affecting environmental conditions will vary depending on the assigned work area and task.

• Ability to climb ladders and/or utility poles and work in in high places
• Ability to work in small places (such as crawl spaces and attics)
• Ability to tolerate typical residential and commercial controlled work environments as well as uncontrolled weather-related heat and cold for extended periods of time.
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.

Qualifications:

• Promotion to Business Technology Tech I is based on candidate selection through a job posting process that is available as business needs dictate.
• Eligibility to promote to Business Technology Tech I presumes documented and successful completion (i.e. confirmed via leader sign off or other approved documentation) of all training and performance requirements for Core Technology Technician I & 2 levels at a minimum.
• Successfully meeting all pre-requisites to be eligible for application per the Cox Job Posting policy.
• Five plus years successful work experience as a Core Technology Technician or its demonstrated equivalent for external candidates

• High school degree or GED equivalent preferred; post-high school education a plus
• 18 years of age
• Valid state driver’s license and a good driving record
• Candidate must meet physical requirements and/or limitations for equipment and uniform use (for example, ladder weight limitations – reference Physical Requirements section above) and be able to differentiate technical devices and equipment in the field (including those which are color-coded).
• Certifications and licenses, as required by state and municipal laws
• Successfully meet (and maintain) background check requirements including additional requirements (if any) for specialized projects/services
• Minimum 5 years direct customer service experience
• High quality written and verbal skills are essential to the proper completion of this role’s responsibilities which will include soft skill and effective customer de-escalation skills
• PC and Windows software skills
• Stable work history
• Able to work required shifts and overtime (if necessary)
• Travel as business needs dictate

Preferred

• 5+ years of experience specifically in-service installation and repair in multiple service provider and/or telecommunications environment.
• Spanish proficiency desirable in some locations

The statements in this job description are intended to represent the key duties, essential nature and level of work being performed. They are not intended to be all responsibilities or qualifications of the job.

P hysical Requirements:

• Ability to carry and use tools and equipment
• Adequate ability to distinguish different colors of wire

• Ability to frequently bend, stoop, and crawl
• The physical limitation of ladder and associated fall protection equipment provided is:
  • 1AA ladder – 375 pounds (inclusive of body weight, tools, equipment, PPE etc.) Tools and equipment weigh approximately 50 pounds
  • The physical limitations of applicable equipment (such as aerial lift/buck truck boom, ladder, fall protection harness) includes body weight capacities of approximately 325 pounds.

• Get in and out of a van to retrieve various items. Step heights are 19”
• Lift 500’ rolls of RG 11 Messenger Cable weighing 40 lbs. These rolls are lifted from a height of 12” and placed up to a height of 36”.
• Raise and lower a ladder roof rack requiring 40 pounds of force with hand heights at 55” – 60”.
• Compress fittings onto coaxial cables with a crimping tool requiring 19 pounds of force with one hand.
• Ascend and descend a ladder while wearing a tool belt that weighs 10 lbs.
• Lift and carry a 63 lb., 28’ extension ladder
• Lift 1000’ rolls of Tri-Shield weighing 28 lbs. These rolls are lifted from a height of 12” and placed up to a height of 47”.
• Lift miscellaneous tools and products within the warehouse and van racks.
• These items weigh up to 10 lbs. and are lifted from the floor and up to a height of 72”.
• A physical exam to verify the physical requirements above as well others not listed may be required

• Ability to climb ladders and/or utility poles and work in in high places
• Ability to work in small places (such as crawl spaces and attics)
• Ability to work outdoors and in extreme weather conditions and varying topographic, wet and dry locations.

About Us:

Cox Communications is all about creating moments of real human connection; and for employees, that’s true both in the workplace and in the problems we solve for customers. From building advertising solutions to unleashing IoT technologies to creating an exceptional experience for customers in our retail locations and online, we’re creating a world that is smarter and more connected. Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page. Cox is an Equal Employment Opportunity employer – All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship.